ISO 9001 Quality Management Systems mandate the presence of a quality policy, yet it doesn’t explicitly outline its content and communication methods.
But, Anitech’s experts are here to help organisations understand the strategy to craft a robust quality policy for their ISO 9001 Quality Management System.
Purpose of a Quality Policy
The primary objective of any corporate policy is to shape the decisions and behaviours of employees in both the short and long term. The quality policy, in particular, serves to articulate the overarching goals and targets set by senior management in the realm of quality management. It functions as a guiding framework for decision-making, ensuring alignment and unity of purpose across the organisation.
ISO 9001 Guidelines for a Quality Policy
According to ISO 9001, the quality policy should adhere to the following guidelines:
a) Align with the organisation’s purpose,
b) Display a commitment to compliance and ongoing improvement of the quality management system,
c) Serve as a framework for setting and reviewing quality objectives,
d) Be effectively communicated and comprehended within the organization,
e) Undergo periodic reviews to ensure ongoing relevance and suitability.
Principles for Quality Policy
The standard mandates that the quality policy adheres to the following principles:
a) Alignment with the Organisation’s Purpose:
The organisation’s purpose, often referred to as its mission, defines the reason for its existence.
As Peter Drucker stated, “There is only one valid definition of business purpose, and that is: to create a customer.” While profitability is a common objective, it may not apply to all organisations, such as not-for-profits and the public sector. Even in the private sector, profitability hinges on satisfying customers’ needs and desires.
b) Commitment to Compliance and Continuous Improvement:
Compliance encompasses meeting the requirements of all stakeholders, including customers, suppliers, employees, investors, owners, the government and other regulatory bodies and society as well.
Customer requirements encompass both explicit and implicit wants and needs, while employee requirements are governed by legislation such as the Work Health & Safety Act and the Equal Employment Opportunity Act.
Furthermore, investors and the general public also enjoy protection through legislation like the Trade Practices Act.
The effectiveness of the quality management system is measured by its ability to fulfil its intended purpose. Given that organisations seek progress and growth, senior managers must drive changes that enhance performance.
c) Framework for Establishing and Reviewing Quality Objectives:
The quality policy defines the organization’s purpose, laying the groundwork for setting meaningful objectives to achieve this purpose. The policy delineates the boundaries within which these objectives are crafted.
d) Communication and Comprehension within the Organisation:
For individuals to base their decisions on the quality policy, they must first comprehend it. Staff members need to understand how the policy relates to their roles, and their actions should reflect this understanding. An organization can gauge comprehension when staff members’ actions align with the policy.
e) Regular Review for ongoing Relevance:
Organisations evolve as they expand, adapt to new opportunities, respond to market dynamics, and navigate economic conditions. Consequently, a quality policy created years ago may no longer be suitable or guide the organization effectively. Therefore, quality policies must undergo periodic reviews and updates to ensure their continued relevance.
Guide on Demonstration
The initial step is crafting the quality policy, which is more intricate than it may seem. Here are some valuable pointers:
1) Delineate the Scope:
Your policy should expressly define the scope of your quality management system, encompassing the services, products, and processes it addresses. Moreover, it should reflect the interconnectedness of your quality management system with other facets of your business since quality management systems should ideally be integrated seamlessly with broader business operations.
2) Specify Compliance:
The wording of your quality policy should unequivocally articulate the standards and requirements your system will adhere to. While compliance with ISO 9001 is essential, it’s equally crucial to reference your commitment to meeting customer needs, as well as adhering to statutory and regulatory mandates. Additionally, your policy should underscore your unwavering dedication to the continual enhancement of the quality management system’s efficacy.
3) Leverage Existing Objectives:
Examine your existing objectives to identify any that remain pertinent and align with your quality policy’s objectives. If you still deem these objectives relevant, seamlessly incorporate them into your policy.
By adhering to these guidelines, you can formulate a comprehensive and effective quality policy.
Effectively communicating the quality policy to ensure comprehensive understanding can indeed pose a challenge. Despite its inclusion in management presentations or staff briefings, comprehension may still fall short. Nevertheless, these methods remain valid for showcasing your communication efforts.
Furthermore, consider the following approaches to bolster understanding:
- Collaborate with your staff during the development of the quality policy, encouraging their input and fostering open discussions, rather than imposing it upon them.
- Communicate the existence of the policy to all staff members, emphasizing its relevance to everyone.
- Prominently display the quality policy in areas where it will readily catch the attention of your staff.
- Provide comprehensive training to your staff regarding the quality policy and assess their comprehension at the training’s conclusion, possibly through scenario-based queries.
- Integrate the policy into your induction training for new hires.
- Actively seek input from staff on how the quality policy impacts their roles and responsibilities.
- Take prompt action whenever you believe a decision has been made that deviates from the policy’s principles.
Ensure that, regardless of your chosen communication tools, you present the quality policy in a user-friendly manner. To translate the quality policy into reality, it is imperative to gauge your progress in achieving it. This involves establishing objectives aligned with the quality policy, implementing measurable targets, tracking advancement towards these goals, and taking corrective actions to rectify any shortcomings.
Furthermore, it is recommended to conduct a review of the quality policy at least biennially, with more frequent reviews in case of substantial shifts in business direction or the external environment. The occurrence of this review should be duly documented in your management review minutes, and even if there are no changes, consider updating and re-signing the quality policy with a revised date.
Anitech’s experienced ISO 9001 Consultants can help organisations craft a robust quality policy outlining all the mandates of the ISO 9001 Standard.
Contact us today for assistance at 1300 802 163 or e-mail – sales@anitechgroup.com.
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